Change Management Form No. 2 for Wireless Gateway Support under Master Services Agreement between Comcast and Support.com, Inc.

Contract Categories: Business Operations › Services Agreements
Summary

This agreement is a change management form under an existing Master Services Agreement between Comcast and Support.com, Inc. It authorizes Support.com to conduct in-person "Train the Trainer" sessions at Startek’s Lynchburg, Virginia site. Support.com will provide trainers to support and mentor agents, with Comcast covering the trainers’ daily rates and travel expenses. The agreement specifies the estimated project cost and duration, and is signed by representatives from both companies. The change is considered minor and falls within the scope of the current contract.

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EX-10.1 2 ex10_1.htm EXHIBIT 10.1
EXHIBIT 10.1
 
CONFIDENTIAL TREATMENT REQUESTED – CONFIDENTIAL PORTIONS OF THIS DOCUMENT HAVE BEEN REDACTED AND HAVE BEEN SEPARATELY FILED WITH THE COMMISSION. THE OMITTED PORTIONS HAVE BEEN REPLACED WITH “[***].”

CHANGE MANAGEMENT FORM
Number 2

Program: Wireless Gateway Support under Master Services Agreement effective as of October 1, 2013 (“MSA”)
PCR No.:
Originator:  Joy Park
Date:  February 27, 2014
Department: NCO
Phone #:  [***]
Title:  Exec. Dir. of
Contract & Strategy
Locations Impacted: Startek’s Lynchberg, Virginia Site
Requested Implementation Date:  [***]
Estimated Hours: (LOE) N/A
x Billable         o Non Billable
Billing Rate/Hour:
[***]
Fixed Fee Cost (if applicable) N/A
Type of Change:  “Train the Trainer” sessions under MSA
Scope of Change:
x Minor (Anything within current contract)
o Major (may require contract amendment)
MUST BE REVIEWED BY Business and/or P&L Owner
Starting [***] Support.com, Inc. (“Vendor”) will conduct an in-person “Train the Trainer” session at Startek’s Lynchburg, Virginia site.  During the period [***], Vendor will be available on-site to support training of the agent population as well as to mentor agents who are taking calls.  The Trainer Rate will be [***] Trainer, per day.  The total spend on this project, excluding out-of-pocket expenses, is estimated at $[***].  Below is the number of Vendor’s Trainers who will appear daily and in total for this project:
[***]
In accordance with Comcast's travel Policy for T&E, Comcast will pay for Trainers’ out-of-pocket expenses for traveling to Startek’s Lynchburg, Virginia site.
Area(s) of Change
o    Accounting/Payroll
o    Network
o    Data Processing
o    Resource Planning
o    General Facilities
o    Quality Assurance
o    Human Resources
o    Telecom
o    IT/BI
x    Training
o    Operations
o    Recruiting
o    Miscellaneous (Please describe below)
 
o    Other:
 
Comcast Authorization (SRT Comcast/LOB POC)
Comcast Representative’s Signature   
  /s/ Brian Duffy
 
 
Print Name 
Brian Duffy
 
Date 
3/3/14

Support.com,Inc. Authorization:
Support.com Representative’s Signature 
       /s/ Roop K. Lakkaraju

Print Name 
 Roop K. Lakkaraju
 
Date 
2/28/14
 
 
*** CONFIDENTIAL MATERIAL REDACTED AND SEPARATELY FILED WITH THE COMMISSION ***